How to submit your verification information for 2FA unlock requests through Persona

Suppose you cannot access your Bitkub account because the 2-Factor Authentication is locked due to different reasons such as a phone loss, the Google Authenticator application being deleted, etc., you can submit a request to unlock the 2FA for your account through the Persona system. Please see the instructions below.

What you need to prepare

• A mobile phone or a laptop with a camera
• Your Thai national ID (for Thai users) or a passport (for foreign users)
  *The document must contain up-to-date information and is valid.

You can click/tap on the image below (or select the full screen icon on the bottom right corner to expand) to see how to submit your verification information for 2FA unlock requests through Persona on the Bitkub application and check the written instructions below.

How to submit your verification information for unlocking 2FA

1. Click this link to start submitting your information.

• You can select the language (Thai or English) from the tool at the bottom left corner.

2. Select your nationality and tap “Next”.

3. Enter the details in every field correctly, select the reason for your request to unlock the 2FA, and tap “Submit”.

* Remark: If your reason for unlocking 2FA is related to the mobile phone, please also fill in your current phone number.

4. Upload the front side of your ID card or passport:

• Tap on the green button with the camera symbol to take a photo, or
• Tap on the “Upload a photo” button to upload the photo from your photo album, or
• Tap on the “Add a photo from another device” to continue on a different device. 

5. For Thai nationals, if a photo of the front of your ID card is valid, the system will direct you to take a photo of the back of your ID card.

• Please hold your ID card still in the frame displayed on the screen and tap the “Take photo” button to take a photo of the back of your ID card.

6. If the photo of your passport (or ID) is accepted, the system will take you to upload the selfie.

• Tap “Get started” to start taking your selfie with your device’s camera, or
• Tap “Take a selfie on another device” to continue on a different device.
• When taking a selfie, please look straight, and then slightly turn your face to the left and right as instructed by the system accordingly.

Example of a correct selfie

• Position your face in the middle of the frame before taking the selfie.
• Remove the face mask, glasses, or any accessories that are covering your face.
• Turn your face slightly according to the instructions of the system.

7. If your selfie is accepted, you will see a pop-up informing you that your information has been sent to our system, and you will receive an email to inform you of the result within 3-5 days after we receive your correct and complete documents.

Remark: 

• If your photo or selfie is incorrect (such as the wrong type of document) or of poor quality, the system will show you a message “Couldn’t verify photos”. Please tap “Retry” to upload a new photo.
  
• If the photo of your ID card/passport or selfie photo is invalid, or the system denies your uploaded photos all the time, please read this article for guidance thoroughly before trying again by using this link, or contact Bitkub Support for advice or further assistance.

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